Automated Diagnosis Requirements and Expectations for X86 platforms

Asset ID:	1-71-1368515.1
Update Date:	2012-07-27
Keywords:

Solution Type Technical Instruction Sure

Solution 1368515.1 : Automated Diagnosis Requirements and Expectations for X86 platforms

Applies to:

Sun Blade X6275 M2 Server Module - Version Not Applicable and later
Sun Server X2-4 - Version Not Applicable and later
Sun Fire X4275 Server - Version Not Applicable and later
Sun Fire X4170 M2 Server - Version Not Applicable and later
Sun Fire X4270 Server - Version Not Applicable and later
Information in this document applies to any platform.

Goal

This document explains the Automated Diagnosis Service Request creation method. By answering some simple questions and uploading the required data using My Oracle Support, Automated Diagnosis will process the answers and data immediately after the Service Request is created. Using this method will likely result in a quicker time to resolution than "traditional" Service Request creation methods.

NOTE: The Automated Diagnosis Service Request creation method is available only on select platforms and specific issues, which have the "Automated Diagnosis" Problem Category presented in Step 3 of the Create SR menu (see photo at bottom of this article). More platforms and issues can be added as Diagnosis becomes available.

More platforms and issues can be added as Diagnosis becomes available.

Fix

Requirements to successfully utilize the Automated Diagnosis create SR process

In My Oracle Support, Create SR, and select Hardware.
Select the specific system, array, or device with the problem or issue.
Validate that the Site Contact and Location Information in Step 2 are correct for the device.

If Automated Diagnosis determines a part is to be shipped or a Field Engineer is dispatched, this is the location where they will be sent automatically.

Select the Automated Diagnosis Problem Category option in Step 3.

If this option is not present, Automated Diagnosis is not yet available for your product.

Do not use the Automated Diagnosis Service Request creation method for severity 1 issues.

Using this creation method for severity 1 issues may result in delays as your SR is routed to a technical support engineer.

Upload the data as specified on Step 5 of the Service Request creation process.

If you do not have the required data ready at the time of SR creation, we recommend that you save the SR as a draft and gather the data offline. Once the data is available, open the saved draft SR and upload the data.
If you do not upload the requested files within 30 minutes your SR will be routed

Complete the questions on Step 6 of the Service Request creation process and submit the SR.
Once the Service Request is submitted and the required data is provided, Automated Diagnosis will execute and update your Service Request.

Expectations from utilizing this process

In most cases an update will be provided in the Service Request within minutes of creating the Service Request.
Automated Diagnosis will attempt to match the problem you have described.

If successful, the resolution will be provided to you via an update and/or immediate dispatch of a part or the arrangement of field service delivery.

If unsuccessful, the SR will be updated and routed to a technical support engineer for further assistance.

"Automated Diagnosis" Problem Category in My Oracle Support (MOS)

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